Mobilizes resources across all UL Solutions functions and geographies to proactively identify, prioritize, and resolve customer pain points that impact the delivery of services, customer satisfaction, and loyalty. Leverages Voice of Customer (VoC) insights, complaint data, customer journey analysis, and operational metrics to drive cross-functional customer experience improvement initiatives. Partners with Business Unit, Regional, and Functional Leaders to facilitate root cause analysis, develop action plans, and manage projects that improve customer outcomes and business performance. Serves as a customer advocate by ensuring customer feedback is translated into measurable improvements across processes, systems, and customer touchpoints.
Responsibilities
Act as a customer experience champion, embedding Voice of Customer insights into business processes, decision-making, and continuous improvement activities.
Partner with cross-functional teams to identify, prioritize, and address customer experience pain points through structured improvement initiatives.




Lead customer experience improvement projects from discovery through implementation, ensuring milestones, risks, dependencies, and outcomes are effectively managed.
Assure that the organization integrates the voice of the customer into improvement, design, and operational activities
Acts as the primary point of contact for customer complaints submitted through Voice of Customer surveys, customer feedback channels, incoming calls, and emails; responds within established service-level expectations.
Analyzes customer feedback, complaint trends, survey results, operational data, and journey insights to identify systemic issues and opportunities for improvement.
Facilitates root cause analysis sessions and works with business stakeholders to develop corrective and preventive actions that address recurring customer issues.
Documents customer feedback, root causes, actions, project status, and outcomes in Salesforce and ap

📌 Customer Advocate_CCXP Certification, Pune (India)
🏢 UL Solutions
📍 India